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Transactions without Transaction Result (neither declined nor authorized)

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  • Transactions without Transaction Result (neither declined nor authorized)

    Bit of a mystery here. Today we had 2 occurrences of the following problem: A patron made a cc payment online and got a message that it was declined. The patron tried twice more, each time getting a message that the payment was declined. The patron then got 3 confirmation emails from WooCommerce, which I think means that WC thought the transaction was authorized. That's what called it to our attention.

    The C&P Transactions are in Salesforce, but they don't look right for either a declined or authorized transaction. There is no Transaction Result (it's blank), No Authorization Code, No Vault GUID, no Gateway Transaction Number. And no Opportunity of course, but that's expected because we only create opportunities for Authorized transactions. I have not tried to re-post the transactions.

    The website is using WooCommerce. It's been operational for over a year and this problem is new today.

    According to the C&P Transaction, we are using: Application Name: CnP_WooCommerce_WordPress- Version Number : 2.000.005/WP:v4.6.1/WooCommerce:v2.6.4
    Installed Packages: 4.3000-9.5011

    Our Org is 00Do0000000agMP. I have granted login access. C&P Account is 30253 (I am an admin on more than one).

    Please help me understand what happened with these transactions. Thank you!

  • #2
    Good day snesson

    Sorry for the trouble. Please see this post: https://forums.clickandpledge.com/fo...ating-normally

    We experienced a random interruption in the service which resulted in drop connections with various gateways. Since the interruptions were random the redundant network did not switch over and the AT&T network issue was resolved before the fail over could be triggered.

    We are sorry for the issue and may we ask that you try this again and let us know if you still experience the problem. We posted the issue as soon as we determined the root cause. You may want to subscribed to the service channel to be notified of any such issues in the future.

    Please let us know if we can be of any assistance or answer any other questions you may have.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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    • #3
      So the transactions that occurred during this period were truly declined? The patron's card was not charged?

      Comment


      • #4
        Good day snesson

        The transactions were not posted to the bank and we have verified with Transfirst.

        So no transaction has posted.

        Sorry again for the inconvenience.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment

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